CX Support Ops Senior Specialist

Summary

Join our team as a CX Support Operations Senior Specialist at Dr. Marty Pets! In this remote role (based in Woodland Hills, CA), you will manage support operations, ensuring high-quality agent performance and exceptional customer satisfaction. You will lead the development of support QA systems and documentation, monitor call drivers, and strategize agent engagement programs. You will also identify and address product/packaging issues. This position requires strong relationship management, QA expertise, and analytical skills. The ideal candidate will have 3-5 years of experience in customer support operations and familiarity with various support platforms.

Requirements

• Strong relationship management and vendor partnership skills
• QA process and documentation expertise
• Analytical and problem-solving mindset
• Excellent written and verbal communication
• Familiarity with support platforms (e.g., Zendesk, Salesforce, Netsuite, Five9)
• Bachelor’s degree or equivalent experience
• 3–5 years in customer support operations

Responsibilities

• Manage GCC relationships (training, macro updates, escalation handling, etc.)
• Lead development of DMP support QA systems and documentation updates
• Monitor call drivers, fulfillment issues, and recurring support themes
• Lead strategy and iteration for agent engagement programs like Experience of the Month, product highlights, and customer gestures (e.g., condolences)
• Surface product/packaging issues to internal teams

Preferred Qualifications

• Bachelor’s in Business, Communications, or related preferred
• Experience with third-party vendor management and QA oversight preferred

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans
• We match up to 3.5% of your 401k contributions , ensuring your retirement savings grow alongside your career
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being
• Invest in your future with our Employee Stock Ownership Plan , where company contributions fund your retirement plan with company stock
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career
• Tuition reimbursement program , which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs , where your hard work is not only valued but also acknowledged and rewarded
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees
• For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym
• Virtual and in-person company events , like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance